- This role follows a rotational shift schedule, which may include weekends and holidays with shifting hours schedule. This schedule is non‑negotiable.
The Customer Service Specialist role is a vital part of our Customer Operations team, providing support for customers using our app to trade on the US stock market. This role requires a tech-savvy individual with a strong interest in share trading, capable of handling diverse inquiries while ensuring a great experience for our customers.
Required Skills And Qualifications
Key Skills & Attributes
- Tech-savvy: Confident with technology and trading platforms.
- Interest in share trading: A passion for understanding and discussing trading concepts.
- Strong communication: Excellent written skills for clear and concise responses.
- Decisive and resourceful: Ability to make quick decisions and find solutions independently.
- Work ethic: A dependable workhorse mindset, ready to handle high volumes of inquiries.
- Attention to detail: Thorough in resolving customer issues and monitoring systems.
Responsibilities
Customer Support Via Chat And Email
- Respond to chat and email enquiries during the overnight shift with respect to Client systems, trading environment and general enquiries., including:
- onboarding;
- Identity verification;
- Account funding & maintenance;
- Stock availability and related policies;
- Trading terminology (e.g., order types and execution, security transfers, settlement and clearing, etc);
- Corporate actions including investment income;
- Deposits and withdrawals;
- General troubleshooting and account-related enquiries.
- Timely communication of outcomes to customer enquiries in line with Client policies and procedures (eg: successful change of details etc.)
Proactive Issue Resolution
- Take ownership of inquiries, leaning in to find answers when unsure.
- Escalate complex issues appropriately while maintaining a proactive approach to problem solving.
- Resolving other administration tasks (eg: Corp Action assistance etc.)
Monitoring And Reporting
- Monitor real-time dashboards to ensure platform availability and performance.
- Identify and report dashboard anomalies or system outages promptly to relevant teams.
- Completion of four-eye checks on work completed throughout the day
Operational Efficiency
- Maintain a quick response time for customer interactions, meeting or exceeding service-level agreements (SLAs).
- Work through backlog emails and ensure all customer concerns are addressed thoroughly before the end of the shift.
Training and Awareness
- Complete mandatory onboarding and ongoing training in line with policy requirements
- Demonstrate awareness of and application of policies, procedures and training related to role
